It's not what customers say.
It's how they feel. At Interaction Metrics, we've given the usual c-sat methods a much-needed upgrade.

MARKETPLACE VIEW uses a turbo-charged form of mystery shopping; we call it experience auditing. Experience auditing tests how your frontline performance compares with your sales and brand objectives and measures how you perform versus comparable and competitor companies. (Depending on your industry, customer interviews may also be used to uncover vital competitor facts.)

Our approach to Marketplace View differs from traditional benchmarking mystery shopping and surveys because we identify the meaningful know-how you need to strengthen your position in a competitive market.

You Need Marketplace View If…

• You are in a rapidly shifting marketplace, and you need to objectively benchmark competitor and comparable companies.

• You need to gain market share.

• You are losing customers to competitive companies and you don’t know why.

Web Travel Example:
With Marketplace View, our client, a travel company, discovered that in numerous subtle and not-so-subtle ways its customers got more precise, directed and friendlier answers from the competition. They also discovered that comparable companies provided a whole different level of superior customer engagement.

Solution: With hard-hitting evidence in hand about their competitor's performance, our client was able to overhaul their QA standards and improve their performance in just 6 months.

At Interaction Metrics we are always up for testing against any customer satisfaction program you have in place.

Call us at 206-428-3091 to discuss whether our buttoned-up detailed approach to customer satisfaction could be right for you. Or, visit MethodsLAB and we'll get in touch with you.